Call Center Tech Supp Supervisor

Administrative:

• Carries out supervisory duties in accordance with the organization’s policies and applicable laws.
• Looks on adherence to policies.
• Plans, assigns, and directs work to the team members.
• Conducts performance appraisals in accordance with company standards.
• Ensures that information and action items are properly communicated by conducting regular team meeting.
• Approves team members’ leaves and holiday coverage.

Operations:

• Ensure that the team is sufficiently staffed in line with current work volumes to meet or exceed SLAs.
• Monitor employee performance, conduct, and attendance and address issues proactively.
• Review processes, procedures, and tools and recommend changes when necessary.
• Receive and deliver product, process, and procedure-specific training.
• Participate in regularly scheduled meetings and business reviews with management, other related departments, or regional counterpart as required.
• Monitor skillset of agents and recommend additional training when needed.
• Supervise day-to-day operations and work closely with the CSC manager on operations-related concerns.

Qualifications:

• Candidate should have completed a 4-year bachelor’s degree.
• At least 2 years work experience in customer service environment
• Must demonstrate strong aptitude for customer service.
• Must be fluent in English, with excellent business communication skills (both written and verbal)
• Previous people management experience
• Proficient with writing reports, business correspondence, and procedure manuals
• Proficient with spreadsheets and word processing software
• Ability to work on own initiative and under pressure in order to achieve deadlines.
• Ability to work well in a team environment.
• Strong problem-solving skills

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment